[KM1967]

I am customer for electricity and gas.

I have smart meters and a working fine smart display unit

but the app always tells me to connect my smart display to wifi to get real time balances. It IS connected to wifi. The status says it’s all good, wifi, cloud, everything.

see attachments

what to do ?

[KM1967]

No one any idea? The smart control
IS connected to wifi and cloud, but the app is always giving estimated readings and saying connect to wifi.

[WilliamB]

Hi @KM1967,

Sorry for the late reply. You are right in saying that the IHD is connected correctly to the wi-fi, this means the app should be showing up to date balances. So, the fact that the app is showing estimated readings doesn't look right, and will need some further investigation on our side.

I have sent you a DM with more information to try and help you with this.

Thanks,
William

[RogerGreenwood]

I have exactly the same problem
and had a lengthy conversation with customer services who said it was normal and basically tough .. yet here you say it needs investigation WTF us going on and who is right ???

[WilliamB]

Hi @RogerGreenwood,

In regards to the issues you have posted here, for more technical app issues like this, we would need to raise a ticket with our app team so they can investigate why this is happening and try to find a solution to the issue. It is concerning that this has not happened when you have called us for assistance. I will be passing this feedback on to the relevant people to ensure this is looked into by our contact centre.

Thanks,
William

[KM1967]

Roger: it is annoying. But, as IT worker myself, these things can be very difficult to pinpoint. Consumer products are notoriously hard to troubleshoot, not least because they are in the consumers hands, houses, etc and are typically locked down (read effectively inaccessible) outside bare minimum of features/telemetry.

I do hope they are able to figure it out, and a “me too” report helps. Practically, the more customers impacted by an issue the more likely it is to be found and fixed.

[KM1967]

Any news please.

I’m connected to exactly same wifi as the display unit.

the display unit says everything is fine. Everything connected, all green.

But your iOS app suggests it last got meter readings 20 hours ago. And I should “connect to wifi” to “get the most out of my smart metre”. It IS connected to the xxxxxx wifi !!!!

this has practical implications. See screenshots.

[luked]

@KM1967 I've requested further information via direct message so we can look into this in more detail and escalate it to our IT department if needed.
Luke

[KM1967]

@luked

Appreciated . But matter was escalated to IT department already months ago. By William.

looking really for progress / action now. Please.

[luked]

Good Afternoon,

Thank you for you response,William is currently away, but I’ll be sure to touch base with him as soon as he returns. I’ll provide you with an update as soon as I have more information.
Thank you for your patience.
Kind regards,
Luke